INFOGRAPHIC: 2014 State of Multichannel Customer Service

A new 2014 State of Multichannel Customer Service Survey commissioned by Parature, from Microsoft shows that old customer service channels certainly aren’t going away, but new ones like social are creating both greater and faster service expectations across the board.

The survey, which gauged the responses of 1,000 U.S. consumers, shows that time and effectiveness are of the essence when it comes to a satisfying customer experience. Key findings are summarized in the accompanying infographic. To download and read the full survey report, click here. Read More

Customer Satisfaction: It’s About Time, Says New Survey

A new 2014 State of Multichannel Customer Service Survey commissioned by Parature, from Microsoft shows that old customer service channels certainly aren’t going away, but new ones like social are creating both greater and faster service expectations across the board.

It’s About Time

The survey, which gauged the responses of 1,000 U.S. consumers, shows that time and effectiveness are of the essence when it comes to a satisfying customer experience. Those surveyed listed getting my issue solved quickly (41%) and getting my issue resolved in a single interaction (26%) as the top two most important aspects of a good customer service experience. Read More

Social Customer Service Isn’t Going Anywhere

There has been quite a bit of talk lately that social customer service isn’t going anywhere, and that some brands are beginning to phase out or give up on social monitoring and response, especially around customer care. In a new 2014 Social Media Marketing University study, when asked about the amount of time it takes to reply to customer complaints on social media, 21% of the marketing professionals surveyed responded that they rarely or never respond to social customer complaints.
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